My Virgin Media Broadband has been completely non-functional for the past 2 weeks. I reported the fault to Virgin Media on 12 January (reference F004864297), and was told that there were "repairs underway in the area". I asked when these repairs would be complete and was told "around February 15”. I made a further call to the helpline on 14 January and they were again unable to diagnose or fix the problem. I remain without broadband in my home. I would like to point out that my broadband has been poor or intermittent since the new hub was installed over 4 months ago - I have reported this problem previously and it was not resolved.
It is completely unacceptable for broadband service to be interrupted for more than one day - let alone for two weeks. I work from home so this is seriously impacting my professional life. In addition to my work being disrupted, please note that all my other subscriptions and services that depend on broadband access - such as Amazon Prime, Netflix, Nest Thermostat, digital radio etc - have also been inaccessible during this time.
Can you please let me know the procedure for obtaining compensation for this completely inadequate service. I would also like to terminate my contract with Virgin Media.
I would suggest you contact the UK based Retentions Team during normal office hours. 150 from a VM phone or 0345 454 1111 from any other phone and follow the prompts 1 > 4 > 5 to 'Thinking of leaving us'. This team can deal with a whole variety of issues.
I am sincerely sorry for your loss of broadband service. I have just tested your connection and your Hub is now showing as being online with a number of connected devices.
This would seem to indicate that the previous issues have been successfully addressed. How it the Internet performing for you now? If you have any new or ongoing problems please post an update and we'll be happy to help out